Susanti Sahrina Putri Email & Phone Number

Jakarta, Indonesia

• Supervising agents ensuring SLA targets are met with 0 unserved leads.• Create and implement business process improvements to increase revenue by 10%.• Monitor traffic, take corrective action to maintain service levels, increase CSAT by 40-50%.• Identify performance gaps, formulate action plans, and ensure effective implementation of customer experience structures.• Analyze traffic reports and collaborate with stakeholders to improve business process.• Produce revenue management reports for senior management and leaders.• Perform cohort analysis with product managers to boost user conversion by 28%.• Oversee Qiscus, Smartele, and Salesforce as operations tools.• Manage and monitor business process improvement for B2C and B2B customer experience, including SOP, SLA, script, and scenario implementation.• Visualize Property industry customer journey, identify challenges, and define Customer Experience workflow and strategy.• Build a new team for specific projects, create and monitor workflow, invent Dashboard for report, QA matrix, and forecast dashboard.• Identify performance gaps, formulate action plans, implement and monitor to ensure success.• Align Customer Experience Strategy with latest technology and proposed tools (Website, CRM Tools, Qiscus, and Smartele).

Yogyakarta, Indonesia

• Provide customer support through multiple channels (email, WhatsApp, Instagram, live chat, app stores), analyzing and resolving customer issues while escalating cases to relevant stakeholders.• Manage daily customer service operations for Ruangguru, ensuring high customer satisfaction levels and increasing it by 40-50%.• Identify customer queries, recommend improvement suggestions to other teams, and improve product/service conversions.• Using various tools like Qiscus, Zendesk live chat, Zendesk email. Using Company's CRM to reporting and documenting the daily task.• Delighting customer in end-to-end product experience in specific project, especially in a context of a learning experience and consultation.• Handle various products of Ruangguru, from Ruangbelajar (all type), Skill Academy, English Academy, and Ruangkerja.• Lead the customer experience team, and in charge for all operation issues including handling and escalation process.• Day to day oversees and making sure all of the agents performance past the QA matrix and Monthly Quiz.

Yogyakarta, Indonesia

• Act as spokesperson for media requests and organize press conferences.• Maintain relationships with community and interest groups.• Write press releases and develop programs to maintain a positive image.• Develop PR strategies to promote institution, ideas, and services.• Prepare and edit publications for internal and external audiences.• Update and maintain website content and official Instagram account.• Produce management reports for senior analysis and decision-making.• Document activities of the head of Polresta Yogyakarta.

Associate'S Degree, English Language And Literature/Letters, 3.54/4.00

Bachelor'S Degree, Management